DEBORAH D KEYS
STATE FARM BANK
St. Louis,MO
18
years of professional experience
Resourceful banking professional with over 20 years of experience in loan evaluation and customer service. Support loan officers and underwriters by assessing loan eligibility for individuals and businesses, ensuring accurate documentation. Prioritize tasks effectively to meet deadlines while enhancing processes and customer relationships. Core competencies include vehicle loans, credit cards, refinancing loans, and training.
Work History
Bank Customer Service Rep
2 Years 6 Months- Committed to solving customers' needs on first contact with simple, high-quality and personalized experiences.
- Anticipate the customer’s needs and communicate clearly in a professional manner with 92.53% call metrics with team metrics at 89.5 % and department at 90%.
- Achieved 100% on monthly quality reviews by focusing on customer needs.
- Earned recognition from coworkers and supervisor for initiative in assisting others, contributing to a rise in customer service quality from 89% to 92%.
- Trained temporary staff with the outcome of five new hires.
- Enhanced learning ability for six different positions in the past eight months in a virtual environment to help facilitate the final transition of departments.
- Gained experience at Fortune 500 Insurance Company
Bank Support Rep/Refinance Rep
9 Years 6 Months- Consolidated loan preparation by obtaining necessary information and documents for timely loan closing.
- Requested and processed 80-90 payoffs from the current lien holder, issuing payoff checks promptly.
- Processed 70-80 faxed and emailed payoffs, ensuring accurate allocation to corresponding loans.
- Produced 85% of the trailing documents received daily after the loan was booked to be electronically filed.
Loan Processor
5 Years 11 Months- Partnered with agents and insurance/title company employees, interfacing with loan officers, underwriters, and closing department to ensure high-quality customer service.
- Communicated with underwriters to provide accurate and timely processing of approximately 58-62 auto loans per day with the goal being 60 for vehicle loans for refinancing, private party sales and dealer purchases.
- Assured 17-21 necessary documentation pages were submitted to underwriters for loan approval.
- Studied 24 bank compliance courses to ensure adherence to regulations.
- Completed 24 bank compliance courses.
- Developed process improvements using CPT (Change Process Tool) to enhance flow in 5% of operational procedures.
Education
ILLINOIS BANKERS ASSOCIATION/ABA-CERTIFICATE
Annual monthly bank compliance courses, including Bank Secrecy Act (BSA)/ Office of Foreign Assets (OFAC)/ Anti-Money Laundering (AML)/ USA Patriot Act
Skills
ACAPS
LUE
HSA
Compliance courses
TSYS credit cards
HP Service Mgr.
OCAT
Insight
BVT
BKS
Rep Desktop/BPM
Share Point
MS Word
Excel
Outlook.
Data entry proficiency
Complaint handling
Financial transactions
Loan documentation
Timeline
Bank Customer Service Rep
STATE FARM BANK
07.2018 - 01.2021Read More
Bank Support Rep/Refinance Rep
Bank Support Rep/Refinance Rep
01.2009 - 07.2018Read More
Loan Processor
Loan Processor
02.2003 - 01.2009Read More
ILLINOIS BANKERS ASSOCIATION/ABA-CERTIFICATE
Read More
COLORADO SPRINGS COMMUNITY COLLEGE
Read More